Hi {first_name}, thanks for reaching out and I'm sorry the experience has not been what you expected. I want to understand exactly what broke so I can fix it for you. Could you share your OS version, app version, and a quick description of when this started happening?

Hi {first_name}, I hear you on the refund request. Our refund policy file is the source of truth here; I want to make sure I match the right section to your case. I can check your account against the policy window if you confirm the email used at signup and the renewal date.

Hi {first_name}, before this becomes a chargeback I want to make sure we have done everything possible to resolve the underlying issue. Filing a chargeback freezes your account and forfeits any pending credits. Can we hop on a 10 minute call so I can make this right directly?